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Outsourcing Service Delivery Lead

Job Location: TN - Memphis

Regional Description: Southeast

Job Number: 00540556


- Job description

Join Accenture and help transform top organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career. Accenture Operations delivers continuous, rapid fire innovation and new business capabilities that meet —and redefine—the needs of the digital era. You’ll help our clients—including 94 of the Fortune 100 and governments around the world—transform their technology infrastructures using resources that range from cloud, data centers and workplace to networks, security and managed services.
Job Description:
End to end accountability of a large, globally spread team of Analysts, Engineers and Programmers, and Techno-Functional Managers. Manage Service Levels, Cost, People, and our Client at Accenture standards.  
Your role includes some or all of the following key responsibilities:
Control delivery of programs, projects and/or managed services
  • Deliver desired business outcomes and/or service commitments through effective planning and execution
  • Manage the delivery effort including change, demand and support of operations management within schedule, cost, quality, effort and SLAs
  • Prioritize and manage the scope of the assigned program, project or contracted service
  • Identify, understand and effectively manage milestones and dependencies across multiple stakeholders ensuring clear accountabilities and shared understanding of impact
  • Manage issues and risks of the assigned program, project, releases or contracted service
Monitors delivery of programs, projects and/or managed services
  • Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements
  • Supports the management of financials, contractual, and operational commitments in alignment with contract and original deal economics, as well as cost management targets
 Plan programs, projects and/or managed services
  • Baseline the scope and estimate and plan the work
  • Plan and manage resourcing/staffing within a globally sourced delivery model
Below are the expectations for this role:
Degree of difficulty of an assignment or the level of problem-solving assessment and resolution required, as indicated by degree of problem-solving, strategic vs. routine focus, and stakeholder interactions (e.g., Executives, Supervisor, etc.)
  • Requires identifying and assessing complex problems for area(s) of responsibility. Creates solutions in situations in which analysis requires in-depth knowledge of organizational objectives.
  • Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility.
  • Interaction is with senior management levels at a client and/or within Accenture, involving negotiating or influencing on significant matters.
Power to influence or complete assignments independently and ability to make decisions, as indicated by latitude to devise work products or plans, reliance on instruction and decision-making ability
  • Latitude in decision-making and determination of objectives and approaches to critical assignments
Impact or Decision Impact
Risk or consequences in the event of failure, as indicated by range of expected impact, such as within a team or across a team or area of responsibility and level of risk
  • Decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility
Degree of accountability for assigned tasks, our clients and/or the organization, as indicated by size of work effort and scale of entity and/or program
  • Manages large teams and/or work efforts at a client or within Accenture
Basic Qualifications
  • Minimum 10 years of work experience
  • Minimum 5 years of experience in directly supervising teams of size great than 50
  • Minimum 5 years of experience in running large Service Desk/Help Desk/Technical Support/Call Center
  • Minimum 3 years of experience in delivering services to clients as a leader
 Preferred Skills:
  • Bachelor’s degree, MBA or MIS advanced Degree
  • Experience in Application Development and Maintenance
  • Programming in .net and/or java
  • Experience in running offshore teams, global locations
  • Experience in running outsourcing accounts
Professional Skills Requirements:
  • Excellent communication skills (both written and oral).
  • Strong interpersonal skills.
  • Ability to be flexible and work analytically in a problem solving environment.
  • Attention to Detail.
  • Strong organizational & multi-tasking skills.
  • Strong analytical skills and thought processes.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment choices shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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